Paulo John D. Fernandez

PAULO JOHN FERNANDEZ TECHNICAL VIRTUAL ASSISTANT --Cebu, Philippines OBJECTIVE EDUCATION Seasoned professional with over 8 years of experience as an IT Service Desk/Helpdesk Analyst and Service Administrator, specializing in Windows and Linux environments. Possesses over 3 years of Customer Service experience in Business Process Outsourcing firms. Additionally, brings more than 5 years of successful engagement as an Online Freelancer and General Virtual Assistant (GVA), showcasing adaptability and strong customer service skills AMA University Bachelor's Degree, Information Technology Oct 2021-Present SKILLS Arrowhead Technologies • T Service Desk/Helpdesk Support • Windows and Linux Administration Customer Service Excellence • Business Process Outsourcing (BPO) • Online Freelancing General Virtual Assistance (GVA) LANGUAGE • HTML5 • CSS3 • Javascript • Typescript • C# • Flutter • Dart • Python University of San Carlos Bachelor's degree, Human Resources Management and Services- Informatics Education Ltd Bachelor of Science - Web Development,- WOKR EXPERIENCE L1 IT Helpdesk Support Jan 2024-Present • Provide first-line technical support to end-users via phone, email, or in-person, addressing inquiries and resolving issues promptly and effectively. • Troubleshoot hardware, software, and network problems • Document and track all support requests, resolutions, and actions taken in the IT ticketing system • Perform routine system maintenance tasks, such as software updates, patch installations • Assist in user account management, including account creation, password resets, and access permissions Customer service, Order Processing and Fulfillment. ZOX May 2020-January 2023 • Receive and review customer orders via phone, email, or online platforms. • Verify order details, including product information, pricing, quantities, and shipping addresses. • Serve as the primary point of contact for customer inquiries and order-related questions • Address customer concerns, resolve issues, and escalate complex inquiries to appropriate teams as needed. • Coordinate with shipping carriers to arrange pickups and deliveries. • Monitor inventory levels and product availability to fulfill customer orders. Account Manager Shopify Customer Support SMM, Lead Generation SEO prospect list FreeUp February 2020-Dec 2022 • Maintain the Shopify platform, update product listings, and optimize the online store for maximum visibility and sales. • Develop and execute social media strategies to increase brand awareness, engagement, and follower growth across platforms such as Facebook, Instagram, Twitter, and Linkedin. • Research and identify potential leads and prospects within target demographics and industries. • Conduct keyword research and analysis to identify relevant search terms and opportunities for organic traffic growth. Lead Generation and Outreach For Facebook and Linkedin. Re/Max Hometown April 2020-August 2022 • Use advanced search features and tools to narrow down prospects and build a comprehensive list of potential leads. • Craft personalized messages and communication templates tailored to the needs and interests of each lead segment. • Create compelling and relevant content, including posts, articles, and multimedia content, to attract and engage potential leads on Facebook and Linkedin. • Qualify leads based on predetermined criteria, such as budget, purchasing authority, and fit with the company's ideal customer profile. Freelance-Customer Support Bookblock January 2022 May 2022 Lead Generation and Outreach via Facebook and Linkedin Sales Navigator UNCMN.CO.NZ Aug 2019-Feb 2021 IT Helpdesk Technical Support Accenture November 2016-July 2018 • Provide first-line technical support to end-users via phone, email, or in-person, addressing inquiries and resolving issues promptly and effectively. • Troubleshoot hardware, software, and network problems • Document and track all support requests, resolutions, and actions taken in the IT ticketing system • Perform routine system maintenance tasks, such as software updates, patch installations • Assist in user account management, including account creation, password resets, and access permissions • Document and track all support requests, resolutions, and actions taken in the IT ticketing system • Stay up-to-date with advancements in technology and participate in training sessions to export knowledge and skills